Program Manager, Customer & Community Engagement

SailPoint

About The Position

We’re looking for a Customer & Community Engagement Program Manager to design and scale community engagement programs that activate customers, deepen customer relationships and retention, and drive long-term customer value. This role is responsible for building programs, experiences, and engagement systems that drive repeat participation, peer-to-peer problem-solving, and turn customer engagement into measurable business impact. This role goes beyond traditional community management. You won’t simply manage a community— you’ll launch and evolve a modern customer engagement ecosystem. You’ll architect and lead programs that energize our customer base, including webinars, events, technical community advocacy initiatives, and scalable engagement campaigns that give customers compelling reasons to return, participate, and grow with us over time. You’ll sit within the Customer Experience & Enablement team and work cross-functionally with Customer Success, Developer Relations, Product, and Marketing to ensure our engagement efforts support customer activation, retention, product adoption, and customer insight generation. We’re looking for someone with a strong program management and marketing mindset who can blend strategy, experimentation, and execution to build programs customers genuinely value.

Requirements

4+ years of experience in marketing, program management, or community management
Proven track record of building programs from scratch and scaling them
Strong understanding of engagement mechanics and user behavior
Ability to translate user feedback and data into clear insights and actions
Experience working cross-functionally in fast-paced environments
Comfortable with ambiguity and motivated to shape and build a function
Strong communication and organizational skills

Nice To Haves

Experience building or scaling a super user, advocacy, or user community program
Background in B2B or SaaS environments
Familiarity with AI-driven engagement tools or automation strategies

Responsibilities

Own the strategy, design, and execution of community engagement programs across channels (webinars, events, forums, community blogs, and more)
Build and scale structured programs, including: Super user program, User-generated content campaigns, Technical advocacy initiatives, Learning & career development programs
Design repeatable participation loops that drive ongoing engagement (not one-time events)
Continuously evaluate and evolve program formats to maximize impact and scalability
Own a scaled webinar and events program (content planning, speaker management, promotion, execution, and follow-up)
Build a consistent event cadence aligned to community and business priorities
Convert event participation into ongoing community engagement and contribution
Ensure events are integrated into broader community programs (not standalone moments)
Define what meaningful engagement looks like and how it supports business goals
Identify and activate high-potential members and emerging community leaders
Create pathways for members to deepen participation over time (attendee → contributor → advocate)
Experiment with new approaches to engagement, including AI-enabled and scalable formats
Translate community engagement into deeper learning opportunities by seamlessly connecting users to formal training and certification in Identity University
Design community-driven activations (challenges, discussions, campaigns) that support key initiatives
Partner with marketing to align community programs with campaigns and product launches
Ensure community is an active channel in broader go-to-market efforts
Engage with the Customer Success team to develop programs that support customer onboarding, adoption, retention, and advocacy goals
Partner with Developer Relations to build a cohesive community experience and complementary engagement programs
Collaborate with Product Management to ensure user feedback informs decisions
Work with Marketing to ensure that community content and programs align with brand, messaging, and target audiences
Build and deploy a cross-functional network of internal Subject Matter Experts and Technical Advocates, leveraging their expertise to champion programs and drive deeper community participation
Define and track KPIs for engagement programs, including: Activation rate, Repeat participation, Program engagement and contribution
Analyze program performance and member behavior to identify what drives retention
Make informed decisions on what to scale, iterate, or sunset

Benefits

Health and wellness coverage: Medical, dental, and vision insurance
Disability coverage: Short-term and long-term disability
Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
Additional life coverage options: Supplemental life insurance for employees, spouses, and children
Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
Financial security: 401(k) Savings and Investment Plan with company matching
Time off benefits: Flexible vacation policy
Holidays: 8 paid holidays annually
Sick leave
Parental support: Paid parental leave
Employee Assistance Program (EAP) and Care Counselors
Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
Health Savings Account (HSA) with employer contribution
SailPoint Corporate Bonus Plan or a role-specific commission
Potential eligibility for equity participation